Information Technology Service Desk Manager

3 weeks ago

Lahore, Punjab, Pakistan 365 Care Group Full time
Information Technology Service Desk ManagerInformation Technology Service Desk Manager

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Direct message the job poster from 365 Care Group

Human Resources Assistant | Employee Lifecycle Management | HR Operations & Administration | Payroll Management | Compliance & Audits

Job Title: IT Service Desk Manager

Location: Gulberg 3, Lahore

Job Type: Full-Time

Department: IT Support / Operations

Reports To: IT Operations Manager

Job Summary:

We are seeking a skilled and motivated IT Service Desk Manager to lead and manage our IT Service Desk operations. This role involves overseeing the end-to-end ticket management process, from initial response to basic troubleshooting and resolution. The ideal candidate will have strong technical knowledge, especially in cloud computing environments, excellent communication skills, and the ability to work closely with a diverse, multinational user base.

Key Responsibilities:

  • Lead and manage daily operations of the IT Service Desk, ensuring prompt and effective handling of all support tickets.
  • Provide timely initial responses and carry out first-line troubleshooting across systems, applications, and networks.
  • Support and troubleshoot issues related to cloud-based platforms (e.g., Microsoft 365, Azure, Google Workspace).
  • Maintain the ticketing system, monitor SLAs, and ensure end-user satisfaction.
  • Communicate with end-users globally via phone, email, and remote support tools to resolve incidents or guide them through troubleshooting steps.
  • Escalate complex issues to relevant technical teams while ensuring proper documentation and follow-up.
  • Maintain accurate records of user issues, solutions, and processes in the knowledge base.
  • Analyze ticket trends to identify recurring issues and recommend improvements.
  • Assist in training junior Service Desk staff and standardizing support procedures.

Requirements:

  • Proven experience in managing an IT Service Desk or similar support environment.
  • Hands-on experience with cloud platforms and services, including Microsoft 365, Azure, and/or AWS.
  • Strong knowledge of IT ticketing systems (e.g., Connectwise, Freshservice, Jira).
  • Excellent troubleshooting skills in both cloud and on-premise IT environments.
  • Strong communication and interpersonal skills with the ability to work with multinational end-users.
  • Proficient in remote support tools and communication platforms.
  • Well-organized, self-motivated, and capable of multitasking in a fast-paced environment.
  • ITIL Foundation certification is a plus.

Preferred Skills:

  • Experience supporting users in hybrid and cloud-first IT infrastructures.
  • Familiarity with identity and access management in cloud systems (e.g., Azure AD).
  • Ability to document technical procedures and create clear user guides.
Seniority level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeFull-time
Job function
  • Job functionInformation Technology
  • IndustriesIT Services and IT Consulting

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